Support Center
How can we help you?
Select your request — most questions can be resolved here in a minute.
Shipping & Delivery
Shipment status, delivery times, and shipping costs.
As soon as your package has been scanned by the shipping provider, we will send you an email with a ready-to-use tracking link — one click, no typing required. This email is the fastest way.
Subject “Your order is on the way”. The link inside leads directly to the status — please also check your spam folder.
The same link is available in your customer account — sign in via email code, with no password required.
Then your order is still in our warehouse — there is no tracking available yet. You will receive an automated email as soon as the package is sent out.
Frequently on this topicAll questions regarding shipping & delivery →
How long does delivery take?
Within Germany, usually 1–2 working days. For other countries, the time varies depending on the destination. You can see the exact delivery time for your order at checkout once you have entered the delivery address.
Is shipping free?
Within Germany, shipping is completely free on orders of €49 or more. International deliveries and orders below the free shipping threshold are calculated transparently at checkout, based on weight and destination country.
My package is marked as delivered, but it is not here.
Please first check neighbors, the agreed-upon drop-off location, and your mailbox for a delivery notice. Often, a second delivery attempt is made the following day. If it remains missing, please write to us at support@cotonluv.de with your order number in the subject line — we will initiate an investigation.
Returns & Exchanges
Returns, deadlines, and refunds.
You can create your own label in the returns portal. You will also see all applicable return conditions and deadlines there.
Often in addition to thisAll questions regarding returns →
How long do I have to return an item?
14 days from the day you received the goods. Items must be in their original condition. For hygiene reasons, we only accept dog food, supplements, and grooming products if they are original-sealed and unopened.
Is the return free of charge for me?
Returns within Germany are free of charge for you. For shipments from abroad, the costs depend on the shipping service provider and the parcel weight — the returns portal will show you the exact amount as soon as you have entered your order details.
When will I receive the refund?
Processing and review take 3–5 working days after we receive the return. Following that, the credit depends on your payment provider, usually taking an additional 1–3 working days. Refunds are always issued to the original payment method — you will receive a confirmation email as soon as it has been posted.
Order & Issue
Change, cancel, or report damage.
When making changes, every minute counts before the package leaves our warehouse. With the order number in the subject line, your email will go straight to the right request.
Often in addition to thatAll questions regarding the order →
Can I still change or cancel my order?
Yes — as long as it has not yet been processed. Since we process orders very quickly, speed is of the essence here. If the order is already in the shipping process, changes are no longer possible; you can simply return the package within the return period.
I have received incorrect or damaged goods.
We are sorry about this — we will find a quick solution. Please email us with the order number in the subject line and include clear photos of the damage or the incorrect item. We will arrange a free replacement or a refund, whichever you prefer. Please keep the item and original packaging until the case is resolved.
Can I add an item subsequently?
Unfortunately, it is not technically possible to add items retrospectively. Please order the item separately and send us both order numbers — as long as both are still in the warehouse, we will try to pack them together.
Payment & Invoice
The receipts are ready before you ask.
It is attached as a PDF to your order confirmation email — and is also available in your customer account under "My Invoices", ready for you to download at any time.
Often in this regardAll questions regarding payment & security →
What payment methods are available?
Visa, Mastercard, American Express and Maestro, PayPal, Klarna (Sofort, invoice or installments, depending on the country), Apple Pay, Google Pay and Shop Pay for express checkout, as well as regional providers such as SOFORT Überweisung or UnionPay. Which options you see depends on your delivery address.
Can I pay by invoice?
Direct purchase on account is currently not possible. However, you can select invoice or installment payment via Klarna, provided it is available in your country.
How secure is my payment information?
Our shop runs on Shopify and is PCI-DSS Level 1 certified; all data is transmitted via a 256-bit SSL connection. Sensitive payment data is processed directly by certified payment providers and is never stored on our servers.
Products & Consulting
Which food, which brush — a real conversation is worth it here.
Write to us telling us what kind of dog you have and what it is about — coat color, age, problem area. We will respond with a concrete recommendation rather than a product list.
Often that is already enoughAll questions regarding products & quality →
Which food is right for my dog?
We sort by coat color and age, because both change nutritional needs: white fur requires different vital nutrients than dark, puppies different ones than seniors. Find the right combination in the navigation — or ask us in the chat.
Which Les Poochs brush do I need?
Gold for fine, short fur · Green for fine and soft · Purple for thick, coarse, and woolly · Silver for undercoat in double coats · Mat Zapper for stubborn mats. The brand's website states which coat type each is designed for.
Where are the products manufactured?
We work with specialized manufacturers; the production locations vary depending on the product group. Our dog food is produced exclusively in Europe. Details can be found on every product page under "Notes → Product Safety".
Partners & B2B
For grooming salons, breeders, retailers, and creators.
Special terms for commercial customers, professional sizes like 17 kg feed bags and care products in canisters, as well as a backlink partnership. Briefly let us know if you are starting as a salon, breeder, or creator — we will then set up your program accordingly.
Often in this regardAll questions regarding partnerships →
How does the cashback program work?
Anyone who recommends Cotonluv benefits twice: The person referred receives a discount on their order, and you receive cashback on the shopping cart value of the customers you referred.
What do I receive as a salon or breeder?
Exclusive discounts for commercial customers, access to professional sizes and salon equipment, and a link on our partner page. When making your request, please let us know briefly whether you are starting as a salon, breeder, or creator.
Status, change of address, complaint, invoice. Include the order number in the subject line — that way it will be processed the fastest.
We are happy to discuss food, fur, and brushes in the chat. For order processes, email is the faster way.